A whistlestop tour of Jakarta release

IT Service Management and ServiceNow Express

• Added 10 new Benchmarks to the HI Portal
• Advanced Guided Setups – For example the adding of further ITOM Guided Setups like Cloud Management
• Visual Timeline dashboard for SLAs – This will take all SLAs for a record and combine them on one screen for quick and easy understand on why a record might have breached. ServiceNow have also created two new roles for managing SLA Definitions SLA Admin, SLA Manager
• Enhancements to OOB Surveys – Given the ability to send domain specific surveys, also an addition of some Service Portal Widgets and Pages for completing surveys
• Automated Test Framework – You can now create tests for catalog items
• ServiceNow Express – Express has been moved to the correct ServiceNow codebase like Enterprise, existing customers will need to be converted, this will start in September 2018

IT Operations Management

• Discovery – ServiceNow added a real time VMWare vCenter discovery, giving visibility of people spinning and decommissioning VMs
• Service Mapping – ServiceNow have adding PAAS understanding, allowing Cloud Service Mapping
• Event Management – Renamed to Operational Intelligence, adding proactive alerting using algorithmic intelligence engine
• Cloud Management – After the acquisition of ITapp, ServiceNow have release the new version of Cloud Management using the tools aquired from ITapp
• Multi-Cloud Blueprint Designer – (Cloud Catalog Item), workflow driven designer view, the idea being you can set up ‘blueprints’ for a specific cloud use and have those easily converted into catalog items

IT Business Management

• Software Asset Management – ServiceNow have added Software Asset Management, This will be a paid service with a new subscription cost, however it will be adding normalization of data
• Application Portfolio Management – Useful for understand where applications need investment, if used properly it could identify where a service needs investment
• New PPM Portal – Adding another view for interdependent tasks, could be used to highlight lack of resources, the point of the portal is to give a high-level project overview
• New application – Financial Reporting – useful addition to the service catalog, it can add a level of reporting for when a business uses cross departmental carging, very useful in larger businesses, however requires a catalog to have correct pricing against it, this can be hard to manage

IT Security Products

• More native third-party integrations, this adds administrators the ability to set up quick and easy out of the box integrations
• New part of Security called Trusted Security Circles; Security Analysts have the ability to give access to security incidents to other units in a business including third parties
• Vendor Risk Management – This is an addition to GRC trying to give users the ability to rate and manage third party’s performance

Customer Service Management

• With the Jakarta release ServiceNow have released Communities, basically giving out the ServiceNow Community functionality for consumers via the Service Portal
• Enhancements to CSM Knowledge Management, specifically on the Service Portal, ability to subscribe to KB articles, also giving Knowledge Versioning
• Giving Field Services Management an easy method for Time Carding.
• Integration with Cost Transparency application

HR Service Delivery

• HR has been renamed again it is now HR Service Delivery
• ServiceNow have created an onboarding and transitions app, giving ability to create automated and orchestrated onboarding tasks inside HR, this will help a lot with Joiner Mover Leaver processes
• Added one button click to move old HR app into new HR Scoped app for the additional access control
• Bulk case creation, condition based build for bulk creating cases.Added pre-populated templated PDFs in ServiceNow, and ability to capture E-signatures

Performance Analytics

• Advanced Forecasting, using the machine learning algorithms
• Adds an Interactive Analysis UI Action to a list view
• Made it easier to import data into ServiceNow to use PA with data outside ServiceNow
• Report Designer for people who don’t know how to use ServiceNow reporting, very simple guided approach

Now Platform

• The ServiceNow platform has been renamed to the Now Platform
• Added Guided Tour Designer – This gives the ability for administrators to create guided interfaces that would help explain to a new user how to use the incident form for example
• The Now Platform loads forms 37% faster, and loads lists 25% faster

Global Services

ServiceNow have released how many certified people they have:

• 6592 Certified System Administrators
• 2214 Certified Implementation Specialists
• 479 Certified Application Developers